Help Desk Analyst

Job Title: Help Desk Analyst

Department/Group: MLH

Reports to: Project Manager MLH

Classification: Part-time (hourly) non-exempt

Role and Responsibilities 

The Help Desk Analyst will support Methodist Le Bonheur Healthcare IT, providing phone-based customer service for password management and user account issues. They must follow guidelines to protect Methodist systems from unauthorized access while managing identities and access rights.

Key Responsibilities:

• Communicate effectively with clients, coworkers, and leadership to ensure clear and efficient information exchange.

• Troubleshoot client account issues using available resources and provide timely resolutions.

• Document all calls and interactions within the online ticketing system accurately.

• Deliver high-quality customer service to clients over the phone, ensuring their needs are met.

• Provide secure and professional support for password resets and account unlocks, adhering to security protocols.

Key Accountabilities 

• Complete the verification process for assisting with password resets and account unlocks.

• Ensure compliance with MLH security policies and procedures in all interactions with users.

• Collaborate with other help desk team members to resolve users’ issues.

• Maintain KPIs to ensure the highest quality of service.

• Adhere to UMRF Ventures policies and procedures.

Competencies

• Communication skills 

• • Written and verbal 

• Drive for results 

• Problem solving 

• Attention to detail 

• Multitasking 

• Technical knowledge and learning 

• • Windows operating system and MS Office applications (Outlook, Teams, etc.) 

• • Excellent typing skills

Qualifications and Education Requirements 

• Currently enrolled college student

• Customer service experience preferred